Organizations who have an active Success Package receive unlimited product support to your primary intranet champion. Learn more about our Service Level Agreement (SLA) and supported versions.
Our Support Team is available from 7:00 AM to 5:00 PM Pacific time, Monday to Friday except for the holidays listed below:
Holiday |
2020 Date |
2021 Date |
IC Support Status |
New Year’s Day |
Tue Jan 1 |
Fri Jan 1 |
Closed |
Family Day |
Mon Feb 18 |
Mon Feb 15 |
8:00am – 4:00pm Pacific Time* |
Good Fri |
Fri Apr 19 |
Fri Apr 2 |
Closed |
Easter Mon |
Mon Apr 22 |
Mon Apr 5 |
8:00am – 4:00pm Pacific Time* |
Victoria Day |
Mon May 20 |
Mon May 24 |
8:00am – 4:00pm Pacific Time* |
Canada Day |
Mon Jul 1 |
Thu Jul 1 |
8:00am – 4:00pm Pacific Time* |
British Columbia Day |
Mon Aug 5 |
Mon Aug 2 |
8:00am – 4:00pm Pacific Time* |
Labour Day |
Mon Sep 2 |
Mon Sep 6 |
Closed |
Thanksgiving |
Mon Oct 14 |
Mon Oct 11 |
Closed |
Remembrance Day |
Mon Nov 11 |
Thu Nov 11 |
8:00am – 4:00pm Pacific Time* |
Christmas Eve |
Tue Dec 24 |
Fri Dec 24 |
8:00am – 12:00pm Pacific Time* |
Christmas Day |
Wed Dec 25 |
Mon Dec 27 |
Closed |
Boxing Day |
Thu Dec 26 |
Tue Dec 28 |
Closed |
Winter Hours |
TBD |
TBD |
Closed |
Winter Hours |
Mon, Dec 30 |
TBD |
8:00am – 4:00pm Pacific Time* |
New Year’s Eve |
Tue Dec 31 |
Thu Dec 31 |
8:00am – 4:00pm Pacific Time* |
*IC Support will be operating with reduced staffing on these holidays
Open a Support Ticket
Depending on the urgency of your issue, you may want to open a support ticket (most issues, gives us the info we need to solve tickets) or call us directly (urgent issues such as when your intranet site is down).
To open a Support Ticket, email us at support@icthrive.com. Please include:
- Screenshots or video showing the entire page with the behavior or error, including the URLs - they provide much-needed information
- Version of software (to get this, within your intranet click the Admin link, and scroll down on the Setup tab to check the version)
Call Us
If the query is urgent (i.e. your site is inaccessible), call us:
- 604-924-9770 in the Greater Vancouver area
- toll-free 1-844-924-9770 North America only
- 1-604-924-9770 outside of North America